Head of Client Engagement - HealthTech (Remote)

PHIL; Lansing (MI); À distance; USD 120 000 - 165 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Full benefits (medical, dental, vision

401(k) contribution

Paid Parental Leave

Résumé du poste

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from our manufacturer clients' field sales teams and drives cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role.

As AI takes on more ticket answers and triage, Client Engagement is shifting from resolving escalations to preventing them, and you'll lead that shift.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech.
• You've owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality.
• You've driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams

Responsabilités

• Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance. Set clear ownership across ticket resolution, root cause analysis, and client-level follow-through so each person knows what they own and when to hand off.
• Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents. Run QA on human and AI responses for accuracy and compliance with each client's program rules.
• Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses. Partner with Operational Excellence and Engineering to implement AI triage and automation, and recommend expanded AI use based on agreed quality, compliance, and escalation criteria.
• Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through, whether the outcome is a PHIL process or product fix, a recommended change to client business rules, or clear communication to the client.
• Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal.

Connaissances

Client support

Escalation management

Support operations

People management

Healthcare/healthtech

Formation

Bachelor's degree or equivalent experience

Outils

Zendesk

Jira

BI dashboards

Description du poste

PHIL is seeking a Manager, Client Engagement to lead a team that handles escalations from our manufacturer clients' field sales teams and drives cross-functional resolution of the issues behind them. This is a people leadership and operations improvement role, not a ticket queue role.

As AI takes on more ticket answers and triage, Client Engagement is shifting from resolving escalations to preventing them, and you'll lead that shift.